고객과의 접촉도가 높은 서비스 제공자의 직무스트레스와 감정노동 간의 상호작용 분석 -국내 카지노 딜러를 중심으로-

초록

Korea's casino industry has continuously developed to be a competitive part of the service sector. The casino industry plays a big role in obtaining foreign currency, creating jobs, and attracting foreign visitors. As part of the tourism infrastructure, it is both profitable and appealing to Asian markets compared with other tourism businesses. Casinos are highly dependent on human resources as compared to other service industries, and the attitude and behavior of casino dealers are important to present a good image of the casino because dealers are direct service providers to customers. The purpose of this study is to investigate the relationship between emotional labor and job stress occurring from the job characteristics of casino dealers because, as stated before, human resources play an important role in the Korean casino industry. Documentary and empirical studies were conducted together to achieve the purpose of the research. A total of 200 questionnaires were collected from May 28 to May 31, 2010 from the current casino dealers working in Seven Luck, Paradise and Kangwon Land casinos. There were 166 usable questionnaires, and frequency analysis, factor analysis, reliability analysis, multiple regression analysis were conducted. The authors discuss both the study's implications and future research directions.

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